APM Support Specialist - Richardson, United States - AIT Global inc.

AIT Global inc. Richardson, United States

2 weeks ago

Description

Job Description

Job DescriptionJob Title: APM Support Specialist
Location: Richardson, TXHands-on Experience with APM Module:

Proficiency in using the APM module within ServiceNow, including understanding its features,
functionalities, and configuration options.

CSDM Module Knowledge:

Familiarity with the Common Service Data Model (CSDM) module, which provides a
standardized framework for managing IT services and assets.
Information Objects:
Understanding of information objects and their relevance within the APM context.
Application Service and Technical Services:
Knowledge of application services and technical services, as they relate to APM.
Business Capability Mapping:
Ability to map applications to business capabilities and understand their interdependencies.

Roles and Responsibilities:The APM Support Specialist will be responsible for the following tasks:

Collaboration and Ticket Resolution:

Collaborate with global teams to actively resolve APM-related support tickets.
Provide timely and effective solutions to end-users.
Maintain clear communication channels with stakeholders.
Automation Scripting:
Develop scripts to automate APM functionality, such as data collection, reporting, and
routine tasks.
Enhance efficiency by automating repetitive processes.
Quarterly Audits:
Conduct quarterly audits of APM data.
Ensure data accuracy, completeness, and consistency.
Follow up with teams to address discrepancies and update records.
Data Integrity:
Monitor APM records for empty or incomplete fields.
Collaborate with relevant teams to rectify missing information.
Maintain data quality and integrity.
Guidance and Integration:
Guide teams in making informed decisions regarding module selection.
Facilitate discussions on integrating APM with other ServiceNow modules.
Promote best practices for application management.

Regular Follow-ups:

Conduct regular follow-ups with teams to track progress and address any outstanding
issues.
Ensure adherence to APM processes and guidelines.
Reporting:
Generate ad-hoc and planned reports including SOC from APM data.
Provide insights to stakeholders based on data analysis.
Contribute to continuous improvement efforts.

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